Will never book with these guys again. Booked flights to Saudi Arabia but then my wife became unwell. They were unsympathetic. They asked why I couldn't travel with my kids....didn't seem to understand that I can't really leave my sick wife to fend for herself. I contacted airline who said that I should send a doctor's letter via travel agents. I sent it to them (at a cost, had to pay GP £30) and then they didn't even send it to the airline. They claim that they called airline and were told they they'll only offer refund if there's a bereavement. I didn't want to be penalised with a no show so I told them to cancel booking. I will get taxes back but stand to lose £1200. They said I should claim on insurance but I'll still have to pay excess so still going to lose £600. Not my wife's fault she was ill. Avoid them, if something goes wrong, they won't help.